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Genesys Cloud CX vs Salesforce comparison

Genesys and Salesforce are both solutions in the Customer Experience Management category. Genesys is ranked #3 with an average rating of 8.7, while Salesforce is ranked #4 with an average rating of 7.9. Genesys holds a 11.2% mindshare in CEM, compared to Salesforce’s 8.6% mindshare. Additionally, 100% of Genesys users are willing to recommend the solution, compared to 88% of Salesforce users who would recommend it.
Genesys Cloud CX
Read 12 Genesys Cloud CX reviews
  • 197 Views
  • 131 Comparison Views
100% willing to recommend
Salesforce
Read 36 Salesforce reviews
  • 190 Views
  • 102 Comparison Views
88% willing to recommend
 

Comparison Buyer's Guide

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Executive Summary
We performed a comparison between Genesys Cloud CX and Salesforce based on real PeerSpot user reviews.

Find out in this report how the two Customer Experience Management solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI.

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To learn more, read our detailed Genesys Cloud CX vs. Salesforce Report (Updated: December 2024).
Buyer's Guide
Genesys Cloud CX vs. Salesforce
December 2024
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Helped 824,053 peers since 2012
 

Categories and Ranking

Genesys Cloud CX
Ranking in Customer Experience Management
3rd
Average Rating
8.8
Reviews Sentiment
6.8
Number of Reviews
12
Ranking in other categories
Contact Center Platforms (1st), Workforce Engagement Management (1st), Contact Center as a Service (CCaaS) (1st)
Salesforce
Ranking in Customer Experience Management
4th
Average Rating
8.0
Number of Reviews
36
Ranking in other categories
No ranking in other categories
 

Mindshare comparison

As of December 2024, in the Customer Experience Management category, the mindshare of Genesys Cloud CX is 11.2%, up from 3.0% compared to the previous year. The mindshare of Salesforce is 8.6%, up from 1.6% compared to the previous year. It is calculated based on PeerSpot user engagement data.
Customer Experience Management
 

Featured Reviews

ABHAY MISRA - PeerSpot reviewer
Offers built-in AI functionality, broad third-party integrations, out-of-the-box AI features and designed specifically for contact centers
The best thing about Genesys Cloud CX is that it's designed specifically for contact centers and offers robust reporting capabilities. It also has a great marketplace for integrations with different third-party applications like Salesforce, Zendesk, and HubSpot. I appreciate how easy it is to integrate with Genesys and utilize its out-of-the-box AI features. Deployment and customization are also easy and straightforward. Furthermore, I like the intelligent routing in Genesys Cloud CX, along with the flexibility between skill-based and queue-based routing. These are valuable, contact-center-focused features. Finally, if the customer is already using AWS and has applications there, Genesys Cloud CX integrates easily with the AWS ecosystem.
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Marco Annoni - PeerSpot reviewer
Offers various aspects like process improvement, control, performance evaluation and more
The reporting parts and knowledge capabilities of Salesforce have helped us make more informed business decisions. Because when we have a clear picture of the current activity, we can have a better view of the project. Today, everything is going fast. So, if we have a system that helps us collect information quickly, it's a big value for employees. Moreover, Salesforce's customization options have allowed us to tailor the platform to our unique business. For example, if we're from a pharmaceutical company and we produce different products for different divisions, we need different layouts. Each division has unique needs and processes, requiring distinct data points and functionalities. For example, capturing ingredient details for production might be simpler compared to tracking final product information, which also involves recipient and packaging considerations. Putting this kind of information into the system requires a tailor-made program, which can be expensive.
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Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Pros

"The most valuable features include being an omnichannel solution with customer journey insights, full reporting, and continuous updates based on consumer feedback through their portal."
"Genesys is brilliant concerning stability."
"Genesys Cloud is an excellent platform."
"What's most valuable in Genesys Cloud is that it's easier to use because everything is already built. Another valuable feature of Genesys Cloud is drag-and-drop."
"The most valuable feature for me is the WFM tool."
"Genesys Cloud CX has very good training material and training – instructor-led training, self-paced training, and documentation – things are very organized and helpful."
"Predictive engagement and gamification are valuable features with good inbound functionality."
"The integration capabilities are very good. It is API-based and offers prebuilt integrations."
More Genesys Cloud CX pros
"The parameters or the different fields needed are quite good and easy for the customers to understand."
"We use Salesforce as a CRM, and sales-related activities like order management are done through Salesforce."
"I can get live reports on our traffic every day. I log into the dashboard of Salesforce."
"One of the most impactful Salesforce features for business efficiency currently is its ability to ensure customer risk assessment throughout the sales process."
"We use the solution to map the sales pipeline and see how it is going and where it is pending."
"Salesforce works well with Talend."
"Salesforce helps to track and record the buying behavior of customers."
"We can produce the reports that we need easily."
More Salesforce pros
 

Cons

"Reporting isn't the best feature of Genesys Cloud and could be improved. You can't customize reports and applications on Genesys Cloud."
"Process automation in Genesys Cloud is an area for improvement. It's quite a new feature and still has room for improvement."
"One area for improvement in Genesys Cloud is providing users with more autonomy in troubleshooting and accessing logs."
"Pricing is the biggest criterion for improvement. If I compare the pricing between Amazon Connect and Genesys Cloud CX, there is a huge difference."
"AI still needs improvement when it comes to predictive engagement."
"The tool's pricing could be more flexible, and there should be clearer indications of consumption and fair usage policies."
"Their WFM product is still pretty immature."
"Issues can happen during technical troubleshooting, which is completely out of our hands compared to the on-premise solution."
More Genesys Cloud CX cons
"When you click on the lightning interface, it opens a tab inside. It's like a browser within a browser. It should open in its browser tab."
"Creating new reports more easily within Salesforce and improving the ability to associate common names of companies, especially after acquisitions, would be beneficial. I would also like to understand the administrator who has control over the data. It would be helpful when you want to implement changes or escalate issues."
"The platform flow for the product could be better. It is cluttered with a lot of components."
"The UI could be improved."
"The solution could be more intuitive with regard to customization and navigation."
"My customers wanted to see more analysis, like integration with another system or a third-party system."
"Salesforce's UI design is old and slow."
"The solution's marketing campaign management needs to be improved."
More Salesforce cons
 

Pricing and Cost Advice

"I rate Genesys Cloud CX's pricing a one out of ten."
"The cost depends on the type of license based on your organization's requirements and can get expensive."
"Genesys Cloud has pay-as-you-go pricing, so it's much cheaper than the on-premises solution. Apart from the standard fees, my company pays for Genesys support."
"The pricing is a bit expensive."
"I looked at Salesforce for mobility purposes about five years ago, and the pricing was fairly competitive for mobile implementations at that time."
"Though Salesforce is more expensive than the other products on the market, it does provide you with more functionalities."
"My company makes yearly payments towards the licensing costs attached to the solution. There is a need to pay extra charges apart from the licensing costs attached to the solution."
"The tool is expensive."
"The solution's pricing is competitive."
"The modules are too expensive."
"It's medium-priced. It is cheaper than Tosca."
"I rate the product's price a six on a scale of one to ten, where one is extremely cheap, and ten is very expensive."
More Salesforce pricing and cost advice
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Top Industries

By visitors reading reviews
Educational Organization
22%
Financial Services Firm
12%
Computer Software Company
11%
Government
7%
No data available
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
 

Questions from the Community

Which is better - Genesys Cloud or Amazon Connect?
Our organization ran comparison tests to determine whether the Genesys Cloud or Amazon Connect contact center management software was the better fit for us. We decided to go with Genesys Cloud. Ge...
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What do you like most about Genesys Cloud?
Genesys Cloud CX has very good training material and training – instructor-led training, self-paced training, and documentation – things are very organized and helpful.
See all answers
What is your experience regarding pricing and costs for Genesys Cloud?
Genesys' licensing model is flexible, though not the cheapest. Customers have seen benefits with global operations, increased security, and seamless remote working.
See all answers
What do you like most about Salesforce?
The solution's analytics reporting features are quite good.
See all answers
What is your experience regarding pricing and costs for Salesforce?
Pricing is something I'm not directly involved with, as I'm just looking at the data competencies and how exactly things are running.
See all answers
What needs improvement with Salesforce?
More understanding from the business standpoint will help Salesforce. It needs more maturity towards different business sectors such as retail, manufacturing, and semiconductors. It's very good for...
See all answers
 

Comparisons

Amazon Connect vs Genesys Cloud CX Logo
Amazon Connect vs Genesys Cloud CX
Compared 18% of the time
Genesys PureConnect vs Genesys Cloud CX Logo
Genesys PureConnect vs Genesys Cloud CX
Compared 11% of the time
NICE CXone vs Genesys Cloud CX Logo
NICE CXone vs Genesys Cloud CX
Compared 7% of the time
Five9 vs Genesys Cloud CX Logo
Five9 vs Genesys Cloud CX
Compared 6% of the time
Cisco Unified Contact Center Express vs Genesys Cloud CX Logo
Cisco Unified Contact Center Express vs Genesys Cloud CX
Compared 5% of the time
More Genesys Cloud CX Competitors
Anthology Engage vs Salesforce Logo
Anthology Engage vs Salesforce
Compared 40% of the time
Qualtrics XM Platform vs Salesforce Logo
Qualtrics XM Platform vs Salesforce
Compared 23% of the time
More Salesforce Competitors
 

Product Reports

Buyer's Guide
Genesys Cloud CX
December 2024
Genesys Cloud CX reportDownload Genesys Cloud CX product report
Buyer's Guide
Salesforce
November 2024
Salesforce reportDownload Salesforce product report
 

Also Known As

Genesys PureCloud, Genesys, Genesys Customer Interaction Management Platform, Interactive Intelligence PureCloud
No data available
 

Learn More

Genesys
Salesforce
 

Overview

Genesys Cloud CX is a comprehensive customer experience platform that enables businesses to deliver exceptional service across all channels. 

With its advanced features like omnichannel routing, AI-powered chatbots, and real-time analytics, it empowers organizations to provide personalized and efficient customer interactions.

Build customer journeys on a powerful digital experience platform.
Create secure websites, portals, and apps with connected data — fast.

 

Sample Customers

1. Adobe 2. Airbnb 3. American Express 4. AT&T 5. BMW 6. Coca-Cola 7. Delta Air Lines 8. eBay 9. FedEx 10. General Electric 11. Hilton 12. IBM 13. Johnson & Johnson 14. Marriott International 15. Microsoft 16. Netflix 17. Nike 18. Oracle 19. PepsiCo 20. Procter & Gamble 21. Salesforce 22. Samsung 23. Siemens 24. Sony 25. Starbucks 26. Target 27. Toyota 28. Uber 29. Verizon 30. Visa 31. Walmart 32. Xerox
Information Not Available
Buyer's Guide
Genesys Cloud CX vs. Salesforce
December 2024
Free Report: Genesys Cloud CX vs. Salesforce
Find out what your peers are saying about Genesys Cloud CX vs. Salesforce and other solutions. Updated: December 2024.
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We monitor all Customer Experience Management reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.